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3935
October 23rd, 2019 21:00
MS Windows Update 1903 (KB4517389) Kills TPM module - device fails to start
I have several G-series (G5 15 5587) machines that are breaking the Trusted Platform Module (TPM) driver when 2019-10 Cumulative Update for Windows 10 Version 1903 for x86-based Systems (KB4517389) installs. If I remove this update, all functions return to normal. This is repeatable and predictable. I haven't been able to find much on this around the internet but the non-functioning TPM is a deal-breaker for us as many security problems arise, such as Bitlocker no longer working.
error: "The device cannot start (code 10)"
I have extensively troubleshooted the device.
- Reset BIOS to defaults.
- complete rebuild from factory image (TPM ok)
- Apply all firmware updates. (TPM ok)
- Apply all updated drivers. (TPM ok)
- install all updates. (All OK until 4517389 is installed)
- reset TPM module.
Any suggestions on how to troubleshoot this further and find a solution? The devices is unusable in the current state.
Neo2222
6 Posts
0
November 6th, 2019 02:00
I have now got the same repeatable problem since installing 1903 on a Dell Inspiron 5000 series with the Intel PTT.
in Device Manager it shows the TPM device error of “the device cannot start”.
so glad someone else has the same issue. I’ve been banging my head against a wall for days!
Mighty Kingdom
3 Posts
0
November 27th, 2019 18:00
I have 5 effected machines. not all the same model.
Did you get anywhere? I have carefully reinstalled several times being meticulous on where drivers are download from (turning off for windows updates) and its easily repeatable for the periodic cumulative feature updates, now KB4524570 (2019-11).
Neo2222
6 Posts
0
December 12th, 2019 00:00
I have the same exact issue. Who's issue is it - Dell or Microsoft? No one seems to want to fix it!
Mighty Kingdom
3 Posts
0
December 17th, 2019 17:00
FYI. I have had a case open with Dell for 3 weeks for this issue. Whilst they have been helpful to this point its not progressing particularly strongly right now as they cant reproduce the problem on their side. I can reproduce this problem on demand on 6 effected machines. I will update here as I learn more.